This blog features many contact center industry news stories and also assembles tips for improving agent performance and customer experience, helping teams evolve into world class contact centers. It's an open forum for call center supervisors, agents, vendors and managers to contribute news, stories, anecdotes and other useful information with their peers. Industry vendors and analysts are encouraged to share client success stories.

“Hands down, my number one concern was ease of use, price,
and scalability. This solution was an easy selection. The elves also enjoy
being able to bid on shifts on their little smartphones,” she said.

Toy manufacturing aside, Mrs. Claus also implemented the
system in the North Pole’s call center, where calls and letters from children
attempting to submit their wish list or to get off the naughty list have been
quadrupled by web chats, SMS messages, and emails.

Now, the call center elves have to be trained for a
multitude of support channels, and she has to make sure the center is staffed
properly at all times to handle every kind of request.

“Thankfully, Virtual Observer Community takes the multi-channel factoring
into consideration,” she added. “Call center elf performance has surpassed all
of our goals for customer care.”